Kela's customer service points take precautions to prepare for new increase in the risk of infection

All Kela’s customer service points have introduced measures to reduce the risk of infection. Regarding the use of face masks Kela follows the national and regional recommendations. You should not visit a customer service point if you have symptoms of corona virus.

Customers and personnel are protected from the risk of infection in many ways. Guidance is not provided to customers in close contact in the reception area. Instead, guidance is provided at a desk. Most customer service points have installed protective shields to ensure a safe distance between the customer and the customer service specialist.

At the customer service points, customers are reminded to maintain good hand hygiene and there is also hand disinfectant available. Customers are also reminded to keep a safe distance to others. If needed, access can be temporarily restricted if safe distances cannot otherwise be maintained.

Using a face mask is recommended if it is not possible to maintain a safety distance. When visiting Kela’s customer service point, you can use your own face mask if needed. You should not visit a customer service point if you have symptoms of corona virus.

Measures that reduce the risk of infection:

  • no guidance in close contact
  • protective shields are in use
  • customers are reminded about hand hygiene
  • hand disinfectant is available
  • customers are reminded of safety distances
  • access can be restricted
  • customers can use their own face mask.

Kela recommends customers to conduct their business either online or by phone

Before the epidemic, the customer service points were visited on average 35,000 times per week. In April, the number of visits decreased to about 7,500 visits per week. In July, the number of visits increased to about 15,000 visits per week. In the first week of August, the number of visits was about 16,000.

– The number of visitors has increased after most restrictions were lifted, and people have become more active. It is a good idea to take care of your Kela-related matters, but we recommend contacting us online or by phone. In that way, you minimise the risk of infection, says Petteri Taponen.

You can handle the same matters by phone as by visiting a customer service point, and by phone you can also get guidance on how to use the online services.

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